Dealing With Issues Before They Get Out Of Hand
It is not uncommon for the members of your customer service team to have complaints regarding their training. The nature of their work demands that they are ready to deal with a wide variety of scenarios. Unfortunately, training may often leave some gaps that can become noticeable quite early. The key to resolving this situation is proactiveness. You need to be able to recognize what issues might occur. Knowledge and professionalism can overcome any obstacle. These will definitely put your team in a position where they will be able to deal even with the most demanding customers. This is a must for a customer service team, as they have a huge impact on how people perceive your brand identity.
Getting the training of your customer service team just right in order to avoid pitfalls is no easy task. Thankfully, the eBook How To Alleviate Your Customer Service Team's Top 5 Complaints About Training succeeds in it in every way. In it, you will find 5 of the most common complaints your customer service team may have about their training, and how to deal with them. This eBook is a treasure trove of information. It will become your go-to source when you are faced with complaints from your customer service team.
About This eBook
This eBook is a very concise and well-written guide that will help alleviate 5 of the biggest complaints your customer service team might have from their training. How To Alleviate Your Customer Service Team's Top 5 Complaints About Training is a white paper published by SAP Litmos that addresses 5 major concerns your team might have. In it, you will find a thorough analysis supported by statistics from Bain & Company, the Information Overload Research Group, the Washington Post, and many other valuable and trustworthy sources. The eBook is divided into 5 parts, each dealing with a different complaint.
“I Am Easily Distracted And Don’t Know If I Have Time To Focus On Training—And, Ooh, Shiny!”
The eBook begins by addressing the matter of distractions while training. This is a problem that is inherent to many forms of training, and not only the ones that are targeting customer service teams. Interruptions can make the training inefficient and greatly demotivate the members of your team. This chapter explains why this is not your team's fault. It also suggests some solutions to this problem.
“Training? What’s In It For Me?”
Speaking of motivation, this leads us to the next chapter of the eBook. Many members of your team will focus on what the rewards from this process are going to be. Here you will find some great ideas about how to motivate and pique their interest. Teams work a lot more efficiently when they are working toward a reward.
“...But I Thought I Was Doing OK!”
There will be times, however, that a member of a team will be under-performing without realizing it. This, too, is covered in this chapter. Unfortunately, the likelihood of someone missing their objectives without even suspecting it is really high. Thankfully though, there are a few things you can do in order to help them get back in track before it is too late.
“I Have To Learn To Be Nice To Customers, Too?”
The next complaint this eBook addresses is one of the most important ones, in my opinion. It is about politeness. Of course, politeness must be a given when it comes to customer service, and yet there is this image of a rude customer service representative that is almost stereotypical. This section will offer some useful advice on how to deal with this issue.
“What? It’s Only My Second Week At This Job”
The final part of this guide deals with the delicate balance between getting a customer service representative ready to deal with customers as fast as possible and not rushing their training. This can be very hard to do, especially because each person is different. In this part, you will find some very efficient ideas on the subject that are going to help you remove the root of this problem.
In Conclusion
The eBook How To Alleviate Your Customer Service Team's Top 5 Complaints About Training is a valuable resource that will help you deal with your team's problems. This isn't just a theory with no practical applications. The issues described in this eBook are realistic scenarios that you will face at some point. The solutions suggested are efficient and practical. They are also tried and proven by countless L&D professionals all over the world. The most important thing, however, is that this eBook will help you deal with issues before they actually become issues.
